What do Customers Want?: Five Customer Service Trends

As global connectivity spreads, expectations for businesses are increasing. Given the growing prevalence of review sites and customers’ ability to share their feelings about companies, a greater focus on customer service is key for success. To that end, here are our five predictions about where customer service best practices are heading!

1. A self-service world

If grocery stores- hardly known for being at the cutting edge of technology- can do it, anyone can. 60% of consumers surveyed look at a company’s website to find answers before any other form of support, so companies are beginning to implement new solutions such as cloud-based portal sites that combine knowledge bases and community forums. Customers can find the information they need by themselves, and customer service representatives have more time to devote to the problems they can’t fix alone: everyone wins!

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